Topic: Welcome. Here is what you will be asked to know, be able to do, and understand:
Non-verbal communication is important because it is a key aspect of communication and is often used: ·To repeat the verbal message e.g. point in a direction ·To accent a verbal message e.g. tone indicates meaning ·To complement the verbal message e.g. a nod may reinforce a verbal message; a “wink” may contradict it ·Substitute a verbal message e.g. finger to lips to indicate need for quiet
Directions:
Consider the following actions and research the differences in two cultures.
Non-verbal behaviour
In what country is this considered rude/offensive?
Meaning in Australia?
Slouching
Intense eye contact
Pointing with index finger
Belch
Giggling
Touching a child’s head
Pass an item with one hand
Case Study Sheree works in a busy public library at the customer service counter. She was chewing gum whilst having a personal conversation on the telephone when a customer from the Middle East approached the counter. Sheree kept talking on the telephone and when the customer said, “Excuse me”, she shrugged her shoulders, held her hand up with her index finger extended, beckoned another member of staff and at the same time, passed a book to the customer with her free left hand. As Sheree’s supervisor, what would you say about body language and managing responsibilities for greeting customers on the telephone and face-to-face?
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Welcome. Here is what you will be asked to know, be able to do, and understand:
Non-verbal communication is important because it is a key aspect of communication and is often used:
· To repeat the verbal message e.g. point in a direction
· To accent a verbal message e.g. tone indicates meaning
· To complement the verbal message e.g. a nod may reinforce a verbal message; a “wink” may contradict it
· Substitute a verbal message e.g. finger to lips to indicate need for quiet
Consider the following actions and research the differences in two cultures.
Case Study
Sheree works in a busy public library at the customer service counter. She was chewing gum whilst having a personal conversation on the telephone when a customer from the Middle East approached the counter. Sheree kept talking on the telephone and when the customer said, “Excuse me”, she shrugged her shoulders, held her hand up with her index finger extended, beckoned another member of staff and at the same time, passed a book to the customer with her free left hand.
As Sheree’s supervisor, what would you say about body language and managing responsibilities for greeting customers on the telephone and face-to-face?